Hello. I am exploring the possibility of opening my ITSM system to our customers to allow them to create their own tickets and not have to call the Service Desk. I can log in as a customer and my customized ticket types appear, but none of my Services or Queues can be selected. I'm sure there is some simple setting(s) I have missed but I've looked everywhere I can think of to activate these. Can someone point me in the right direction, please? Best regards, Jim ITIL Process Manager NCDOR 919-715-4932 919-696-0056 - cellular james.burk@dornc.com ----------------------------------------------------------------------------- E-Mail correspondence to and from this sender may be subject to the North Carolina Public Records Law, and may be disclosed to third parties. ------------------------------------------------------------------------------
Hi James, Have you activated the customer group functionality? The quickest way to get help is to send a support package using the support module (available via FTP [ http://ftp.otrs.org/pub/otrs/packages/ ] or per Package Manager - if not pre-installed) to OTRS AG or a community resource. The customer group function can be deadly here, as well as some other minor settings. On Mar 24, 2011, at 18:32 , James Burk wrote:
Hello. I am exploring the possibility of opening my ITSM system to our customers to allow them to create their own tickets and not have to call the Service Desk. I can log in as a customer and my customized ticket types appear, but none of my Services or Queues can be selected. I'm sure there is some simple setting(s) I have missed but I've looked everywhere I can think of to activate these. Can someone point me in the right direction, please?
///shawn
participants (2)
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James Burk -
Shawn Beasley